KCS workflow


that work

ComAround employee and a customer support agent makes a high five

Get knowledge management, self-service and KCS success through training, coaching, seminars and resourses library by ComAround’s KCS Trainers and Success Team.

What is KCS?

KCS, Knowledge Centered Service, is a methodology that provides a detailed description of how support organizations can work more effectively with knowledge to improve support delivery, become more productive in the support organization, and increase service levels for the business.

Why KCS?

  • Proven methodology

  • Knowledge articles are the result of problem solving

  • The same solution is improved and reused

  • Knowledge Management is integrated throughout the support process

  • Provides quick results

A support agent at his desk
60 %

Shorter time to resolve

50 %

Fewer cases

40 %

Higher resolution rate

30 %

More satisfied employees

5 tips on how to succeed with KCS

Greg Oxton, Executive Director of Consortium for Service Innovation, gives his top 5 tips on how to succeed with KCS in a support organization.

Training & certification

ComAround provides training in knowledge management, as well as courses and certification in Knowledge Service Support (KCS).

Read about all coursers and certifications.

HDI registered training PartnerComAround is a HDI Registered Training Partner, which means we are able to offer HDI online courses, instructor-led training, and certification. HDI is the first professional association created for the technical support industry. Since 1989, HDI has remained the source for professional development by offering resources to promote organization-wide success through exceptional customer service.

kcs_academyThe KCS Academy is the source for KCSsm resources and the certifying body for KCS. The Academy offers KCS certification for people and KCS Verified and Aligned designations for tools and services. The KCS Academy is a network of KCS practitioners and vendors who support the successful adoption of KCS and contribute to the continuous improvement of the KCS methodology across all knowledge-intensive industries. ComAround is a reseller of KCS Academy’s courses and certifications in KCS.

KCSsm is a service mark of the Consortium for Service Innovation

Upcoming courses

ComAround utvald bild KCS v6 Overview logo

(Europe time zone) REMOTE TRAINING: KCS v6 Overview training and certification

May 18, 2021 - May 19, 2021
09:00 am - 12:30 pm

This training (including certification exam) is intended for individuals who are using the KCS Practices in support centers and service desks to resolve issues for customers and end users, or anyone who wants to learn the basics of KCS. The certification is a great way to ensure a common understanding of the methodology across large or distributed groups of knowledge workers.

Läs mer →Read more → Les mer →

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Coaching & services

ComAround provides coaching and services to ensure that your knowledge management, self-service and KCS processes are on track.

Read about all coaching and services.

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Get inspired to improve your knowledge management, self service and KCS workflow by signing up to our popular seminars.

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Resourses library

Get inspired to improve your knowledge management, self service and KCS workflow with our library of free whitepapers, shortfacts and case studys, webinars on demand and blog articles.

See all resourses.